ITIL 4 Specialist - Create, Deliver & Support

For an organization to effectively create, deliver and support its products and services it is essential to understand value and how value is created across each and every activity performed across the Service Value Chain. This 3-day course will describe how value streams can be built and managed in a holistic way and how continual iterations and feedback loops can be included. It explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work. This course will focus on those activities in the areas of Obtain/Build, Design & Transition and Deliver & Support.

The target audience for this qualification is:

individuals continuing their journey in service management

ITSM managers and aspiring ITSM managers

ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery

Learning Objectives

The purpose of the ITIL 4 Create, Deliver and Support Qualification is:

to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools

to provide the candidate with an understanding of service performance, service quality and improvement methods.

The purpose of the ITIL 4 Create, Deliver and Support Examination is:

to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus below, to be awarded the ITIL 4 Create, Deliver and Support qualification. The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

Pre-Requisites

Candidates must have passed the ITIL4 Foundation examination to attend this course.

Course Content

Understand how to plan and build a service value stream to create, deliver and support services:

Understand the concepts and challenges relating to the following across the service value system:

Organisational structure

Integrated/collaborative teams

Team capabilities, roles, competencies

Team culture and differences

Working to a customer-orientated mindset

Employee satisfaction management

The value of positive communications

Understand how to use a ‘shift left’ approach

Know how to plan and manage resources in the service value system:

Team collaboration and integration

Workforce planning

Results based measuring and reporting

The culture of continual improvement

Understand the use and value of information and technology across the service value system:

Integrated service management toolsets

Integration and data sharing

Reporting and advanced analytics

Collaboration and workflow

Robotic process automation (RPA)

Artificial intelligence and machine learning

Continuous integration and delivery/deployment (CI/CD)

Information models

Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

Know how the following ITIL practices contribute to a value stream for a new service

Service design

Software development and Management

Deployment management

Release management

Service Validation and testing

Change Enablement

Know how to use a value stream to provide user support

Know how the following ITIL practices contribute to a value stream for user support

Service desk

Incident management

Problem management

Knowledge management

Service level management

Monitoring and event management

Know how to create, deliver and support services

Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:

Managing queues and backlogs

Prioritizing work

Understand the use and value of the following across the service value system:

We can arrange to deliver all our public courses at your premises. In-house training offers advantages over booking public courses including:

cost savings

avoidance of travel expenses

tailoring to meet specific needs

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Online Courses

You may prefer an online course if you are looking for a flexible and cost-effective solution. Online courses allow you to study at your own pace, at a time that suits you.

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